Meet our people: Smooth running with Home Care Package specialist Karen

Home Care Package specialist Karen knows a thing or two about customer service, having worked in disability employment services before joining BlueCare. Not only is she brimming with compassion, she’s also a whiz at multi-tasking and relishes the challenge of navigating the aged care system on behalf of callers. Here Karen, one of the many dedicated employees in our Customer Service Centre, shares what she loves about her job.

What is your current role?

I work in the Home Care Package team – it’s more of a specialised area, devoted to a certain program that the government offers. It’s very, very, very interesting and we keep it all smooth running for the client, so they don’t miss out on services. I do I love it, it’s really fun.

How long have you been with BlueCare?

I started last year in April.

How / why did you get into this line of work?

I love helping people.

What is the best thing about your job?

Investigating any issues with the government’s My Aged Care agency and ensuring that the client gets what they need.

How hard is it to understand the aged care system and communicate it to others?

I find it challenging sometimes but rewarding when the person on the other end of the phone understands what I have told them and takes the next step to gain BlueCare services.

What are the main questions you get asked?

‘What is the next step to take towards getting a Home Care Package?’ A lot of people don’t know what to do, what’s the next step. We can tell you how to go about it. And then it’s your choice.

What is your biggest tip for people seeking aged care help?

To check out BlueCare, as we have a solid reputation and are customer focused. And, really, not to be embarrassed to ask for help. It’s a natural thing, and everybody is in the same boat. They’re not the only one.

People are often stressed when they call – how do you put their mind at ease?

I start to ask what the weather is like in their area and we chat. If they are really stressed, I ask if they want to make a cup of tea and chat with them about various topics until they are calm and then in a calm manner advise them how BlueCare can assist. They’re frustrated, they’re scared, and they don’t understand the system but it’s not as bad as what they think it is.

If someone else were thinking of this line of work, what skills would they need?

Good listening skills, a good knowledge of the aged care system, experience on phones and a calming manner.

What do you like to do in your spare time?

I love to read, go biking or walking at the beach, and spending time with my family.

Published: 07/01/2018

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